Real-Time Workforce Manager

CVS Health; Rhode Island; Hybrid; USD 47,000 - 112,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Retirement savings

Paid time off

Job summary

CVS Health is seeking a Workforce Management Real Time Associate Manager to monitor call queues, ensure service levels, and provide real-time scheduling recommendations. You will work with Five9, NICE IEX TotalView and cross-functional teams to optimize performance and occupancy, while developing standard operating procedures and coaching coordinators.

The role requires 3–5 years in Workforce Management, a Bachelor's or GED, and strong analytical abilities to drive timely decisions and

Qualifications

• 3 to 5 years experience in Workforce Management.
• Outstanding analytical and critical-thinking skills.
• Bachelor's Degree preferred.

Responsibilities

• Monitor and manage call queues to maintain service level performance.
• Monitor Five9 call queues for book of business, dedicated or designated clients, and strategic partners.
• Coordinate with operations, vendor management and client management to resolve service issues.
• Develop and maintain real-time playbooks with operations to optimize performance and occupancy.
• Maintain skilling profiles in NICE IEX TotalView and Five9, ensuring script accuracy.

Skills

Workforce management

Analytical skills

Education

Bachelor's Degree

High School Diploma or GED

Job description

CVS Health is seeking a Workforce Management Real Time Associate Manager to monitor call queues, ensure service levels, and provide real-time scheduling recommendations. You will work with Five9, NICE IEX TotalView and cross-functional teams to optimize performance and occupancy, while developing standard operating procedures and coaching coordinators.

The role requires 3–5 years in Workforce Management, a Bachelor's or GED, and strong analytical abilities to drive timely decisions and